Team Lead, Digital Channels
Core
Lead the evolution of customer experiences across web, mobile, chat, and voice channels for a utility company.
Role type
Senior IC product manager / team lead (digital channels)
Builds
Multichannel digital solutions (web, mobile, IVR, chatbot, live chat) for customer self-service
Domain
Energy / Utilities
Deliverable
product features
Required skills
team leadership, product roadmap planning, digital transformation, agile delivery, stakeholder management, data-driven decision making, customer journey mapping, accessibility standards, regulatory compliance
Preferred skills
experience with customer-facing digital platforms, analytics tools, customer experience management practices, knowledge of privacy and cybersecurity regulations, leading geographically distributed teams
Technologies
web, mobile, IVR, chatbot, live chat platforms
Responsibilities
Lead, coach, and develop a team of product owners and business analysts; Shape and deliver a multichannel roadmap; Oversee digital initiatives from discovery to post-launch validation; Champion accessible customer journeys for payments, meter reads, and service requests; Evaluate emerging technologies to enhance digital customer experience; Build partnerships with Operations, Technology, Security, and vendors.
Seniority
Senior, hands-on IC with team leadership
